In the past, banks competitive edge came from product, price and size of their branch network. The institutions with large branch numbers took the lion’s share of the market through locality and convenience. Today, the main competitive advantage goes to the bank providing the best customer experience. Despite online banking becoming the main channel for customers to conduct their day-to-day finances, recent research by Celent found that 77% of adults in the USA prefer in-branch conversations when needing advice

Retailers are realizing that the customer journey is constantly evolving as the road to purchase continues to bounce between physical and digital worlds. As consumers cross between physical stores, laptops and mobile devices, retailers are tirelessly crafting new seamless experiences that utilize all these channels and best serve this omnichannel behavior. Amazon has just opened 7 new retail bookstores called Amazon Books and plans to open a dozen more. The first store is at Columbus Circle in New York City.

With over 50,000 annual transactions, My Home Move is the UK’s leading provider of mover conveyancing services and is constantly striving to improve the experience for its customers. As part of these efforts, the team has recently adopted BookingBug as a simple way to co-ordinate customer calls, that ties directly into its existing customer systems. Here, we talk to Head of Product at My Home Move, Russell Foley, to learn more about how the project came about and

Welcome to a new feature of the BookingBug blog. Every month, we will be summarizing a handful of the key stories you may have missed along the way. Find us on Twitter and LinkedIn to receive regular updates. From the industry: Salesforce's Dream: A Customer Experience That's Totally Connected Forbes May 31, 2017 “If you go to a store and call the call center an hour later, the call center should know what happened in the store. And if you

Banks are struggling to maintain respect with customers. With many transactional services now easily accessible online and via apps, customers are rarely stepping foot in branch. When they do they are met with walls lined with self-service machines, or a long queue which concludes in a meeting shrouded with bureaucracy, and so many identification checks they won’t fit into your lunch hour, which coincidently is the only convenient time the banks are open. The bank is in danger of

But the online/offline relationship is increasingly complex People have been writing about online shopping nibbling away at the revenues of offline retailers for years. Yet, as any retailer worth their salt understands, the two channels aren’t exclusive. In fact more and more often shoppers are switching between the two. At BookingBug, we work closely with the world’s biggest retailers, banks and governments on projects that bridge the divide between the online and offline worlds. So we thought

Nobody likes to wait in line. Whether it’s standing in line for an amusement park ride, queuing up at the doctor’s office or stuck in traffic -- nobody wants to wait for something that they want right now. Waiting in line at the grocery store is an unpleasant reality for most people. After pushing a heavy metal cart around the store while being serenaded by sleep-inducing 70’s music, too often you are left to play checkout line